When a customer selects a Shop Now or Shop Later credit, a new gift card product order is generated in Shopify. Sometimes, you may need to deactivate the credit so it can’t be used, for example, if the customer changes their mind and wants a refund.
Additionally, after deactivating the credit, ensure that a manual refund is issued for the corresponding amount. Do not process the return through Swap, as this would resend the gift card to the customer.
Troubleshooting Missing Gift Cards
If a gift card appears to be missing after a refund:
Search for the gift card in Shopify to confirm its existence.
If the gift card exists, verify that it was emailed to the customer.
Ask the customer to check their Spam or Junk folder in case the email was filtered.
Issuing a Refund After Deactivation
Once a gift card is deactivated, you may need to issue a refund. Shopify may restrict refunds to the original payment method used for the order. If part of the order was paid with a gift card and Shopify does not allow refunding the remaining amount to the original method, you can:
Add store credit (account credit) to the customer’s account.
Issue a new gift card for the remaining amount.
Deactivating a Credit
Follow these steps to deactivate a credit:
Log in to Shopify and, on the left side menu, go to Products → Gift cards.
On the Gift cards page, search for the name of the customer who was issued the credit.
Check the box next to the gift card you want to deactivate.
At the bottom of the page, click the Deactivate selected gift card button.
On the pop-up that appears, click the red Deactivate button.
⚠️ You cannot undo the deactivation of a gift card.
The gift card will now show as deactivated and won’t be able to be redeemed.